Mechanism for Grievance Redressal

M/s Vegan Wellness Private Limited has a diplomatic approach towards the Consumers and takes all precautions to offer the best services to them. However in case of unavoidable circumstances E-commerce entity have devised a perfect system to solve the problems that Consumers / may face.

1. E-commerce entity complies with the Consumer Protection Rules, 2021 and Consumer Protection Act, 2019 and has also instructed its to do so.

2. E-commerce entity maintains a register to keep the track of Grievances received from Consumer / in either of the mentioned modes – Calls / Written Application / E-mail / Walk-in / Online Grievance Cell, etc. Each Grievance is numbered, (To facilitate easy tracking) acknowledged within 48 hours of its receipt at the Customer Care centre and E-commerce entity records the time taken to resolve it.

3. Grievances received are fed into the internal Grievance software. A unique track ID is generated against all the Grievances and is intimated to the Customers / on their registered E-mail ID and Mobile Number within 48 hours of its receipt at the entity’s end.

4. Consumers/ Independent need to keep the unique track ID secure with them in order to track and follow-up the outcome.

5. E-commerce entity has appointed Ms. Ashwini M, as the Grievance Redressal Officer. Contact details of the Grievance Redressal Officer are as mentioned below:
Name: Ms. Ashwini M 
Contact No:8970622345

6. Grievance Redressal Officer will redress the grievance within 30 days from the date of receipt of Grievance.

7. In case there is a delay of more than 30 days in resolving the issue, he / she will inform the Consumer/ Independent with reason of delay on their registered E-mail ID/ whatsapp or SMS on their registered Mob No.

8. In case the Consumer/ Independent is still not satisfied with the resolution offered, he/she can approach the National Consumer Helpline or the State Consumer Helpline of which the entity is a Convergence partner for effective mediation/resolution and thereafter a Consumer Forum / Court of appropriate jurisdiction

Note: This Grievance Redressal Mechanism to be read as part and parcel of the Contract Agreement entered by a as the same is not reproduced in the agreement for the sake of brevity.